How does ResolveCX connect to Webex Contact Center?

Through Webex CC REST APIs and Webex Connect webhooks. Events from Webex CC trigger case creation, status updates and compliance timers in ResolveCX. The Webex CC Desktop Widget SDK is how the case panel surfaces to agents. The exact setup depends on your deployment - contact us to discuss.

Does this work with both cloud and on-premises Webex CC?

The integration is designed for Cisco Webex Contact Center (cloud). If you're running an on-premises Unified Contact Center deployment, the integration approach differs. Reach out and we'll walk you through the options for your environment.

Can resolution status feed back into Webex Analyzer?

Yes, case status and SLA state can be written back to Webex CC via the REST API so supervisors see resolution data alongside native queue metrics in Webex Analyzer. API access and configuration determine the exact scope.

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CCaaS Integration Guide

Cisco Webex Contact Center Integration

ResolveCX adds structured case management, SLA enforcement and compliance audit trails to Cisco Webex Contact Center deployments. Every contact gets a governed case record. Nothing gets lost between channels or teams.

Webex CC REST APIsDesktop Widget SDKWebex Connect WebhooksCompliance Tracking

Cisco Webex + ResolveCX

Cases created from IVR and queue events

Case panel in the agent desktop

Governed front-to-back-office handover

Compliance deadline tracking built in

Capabilities are configurable. Contact us to discuss your setup.

How it works

Four ways ResolveCX and Cisco Webex work together

01API Integration

IVR and queue events become cases automatically

Webex Connect flow nodes can fire a webhook to ResolveCX the moment a caller deflects to self-service, requests a callback, or hits a defined IVR trigger. A structured case is created before any agent gets involved, pre-filled with available context from the Webex CC REST APIs.

02Agent Desktop

A case panel inside the Webex CC agent desktop

Using the Webex CC Desktop Widget SDK, agents can get a ResolveCX case panel alongside their native Webex CC interface. SLA countdown, case history, escalation options and compliance flags are all visible without switching tools.

03Escalation

Governed handover from frontline to back office

When a case needs compliance, legal or operations involvement, ResolveCX handles the handover with named ownership, a timestamped handoff record, and a separate SLA clock for the back-office team. Nothing falls through the cracks between departments.

04Compliance

Compliance deadlines enforced from the first contact event

FCA DISP, Ofcom, CQC and ISO 9001 timers can be applied the moment ResolveCX receives a Webex CC contact event. Acknowledgement dispatch, breach alerts and a complete audit trail are built into the workflow, not bolted on afterwards.

Common questions

Questions about Cisco Webex and ResolveCX

Ready to bring resolution governance to your Cisco Webex deployment?

We tailor every integration to your setup. Talk to us about what you need.

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